We act openly and truthfully in everything we do.
‘I trust science’
“I‘m a biologist, that’s part of my background. So I do trust science. And I’m more worried about the effects of COVID than I am about effects of the COVID vaccine.”
Lucia received the COVID-19 vaccine from a fellow Sutter Davis nurse, becoming the first person in Yolo County to get the vaccine.
‘It’s a culture’
“My job is to help affiliates navigate operational issues that pose regulatory risk to the organization. I see actions conveying honesty and integrity every day. I see operators who every single day want to do the right thing for their patients and the community. I hear honest conversations.
“It’s a culture. We throw out the word ‘safety’ so much. If people act with honesty and integrity, I guarantee you’ll provide safe care. It’s at the core of what we do.”
Doing the right thing–even on a phone call
“For as long as I can remember, I’ve felt the need to do the right thing. A few years ago, I was facilitating a call between audit committee members, and at the end of the meeting, the talk took a different direction into other business areas outside the scope of my work. I put the headset on mute. Then I took the headset off and stepped away for 15 minutes. When I came back and heard nothing, I knew the meeting attendees had dropped off, and I closed the call.
“To me, that seemed like the automatic thing to do. It was the right thing. There was no question in my mind.
She Didn’t Have Them Fill Out the Forms. And That Was the Right Decision.
“What I know about grieving families is that asking one more thing of them can be too much, because they’re overwhelmed with grief. They’re overwhelmed with the moment.
“The picture wasn’t important. What was important was this family’s experience.”
Read more on NewsPlus.
“Accountability leads to improvement
“At Fort Sutter Surgery, we are a high-volume, fast-paced surgery center providing care for 1,200 patients a month. As a business office team, we were struggling in our metrics and our patient satisfaction scores. Then we l started to hold ourselves accountable. We began huddling everyday, sharing our concerns and findings and addressing these issues on the spot, resolving and/or escalating them appropriately. My team starting bringing great ideas for process improvement, which we would implement and monitor for success. We are now reaching record numbers for our metrics across the board and seeing our patient satisfaction scores increase monthly.”
Helping people behind the scenes
“The only thing most people know about me is my voice, because my voice is the very first thing people hear. In a way, it’s my little secret since most people don’t see me. Every day, I get to help people anonymously.” Read more on NewsPlus.
A lost prescription returned
“One day, I was walking through the hospital and noticed something on the floor in the hallway—a patient’s prescription for Norco, which could have easily fallen into the wrong hands. Seeing the doctor’s name and office, I walked the prescription over right away. The receptionist thanked me and was very grateful that I returned the prescription.
“Many different people walk through the halls of the hospital, and someone could have tried to take advantage of this situation. I am glad I found the prescription and returned it to the proper department. Doing so also saved the patient time and worry. It was the right thing to do.”
Supporting the boots on the ground
“Part of military training is always looking around to see how you can best support your people so they can support the mission. Here, I think about how I can support my department–the ‘boots on the ground’–so they can do their jobs well for our patients.” Read more on NewsPlus.
Dedicated to medical equipment safety
“In Biomed, we repair medical equipment and perform preventive maintenance to ensure that equipment is working as it should. If we have to come to the hospital in the middle of the night to respond to urgent issues, we do.
“I recently had to ask my team to come in early to assist with preventive maintenance in the operating rooms. This work needed to be completed by 6:30 a.m., so it wouldn’t conflict with scheduled surgeries. Within 10 minutes of emailing my teammates to ask for this early-morning help, three people had volunteered to shift their schedules to start work at 4 a.m. the next day—four hours earlier than normal. My team is awesome!
“When our team works together like us, we can ensure that hospital medical equipment is at its safest level—which benefits patients and the clinicians and employees who depend on the equipment to provide care.”
Receiving the vaccine with pride and confidence
“For me, this has been a long time coming. I’ve been dealing with the pandemic from Jan. 4 in terms of informing the NBA and friends and family and followed it really closely.
“So to be at this point, there’s no anxiety whatsoever. I’m really proud to be at this place.”
Military veteran calls on Honesty & Integrity and other Sutter values in his daily work
“The more I learned about Sutter’s values—including honesty & integrity, excellence & quality and a steadfast commitment to high-quality healthcare—the more I knew this was my next calling.”
The patient is the heart of what we do
“We have the patient at the heart of every audit we undertake. Every audit helps strengthen control and course correct things. We’re here for the right reasons.
“I’m passionate about what we do. This is serious work. It’s integral to what we do at Sutter Health.”
The value of a new perspective
“I bring a different perspective to the council. I see consistently what is wrong and what is right in healthcare and can share what went right with the group. As long as I can contribute, I want to help out.”
Remember the Golden Rule
“Being optimistic and reliable with others demonstrates all of the Sutter values.
“Just a simple positive acknowledgement or gesture can brighten someone’s day. I always try to remember: Speak to and treat others like you would like others to treat you.”
She puts her heart into cardiac care
“Our unit cares for patients who are experiencing scary and sometimes life changing situations. We make it a priority to listen to our patients and be there for them. We work to gain their trust in order to ensure that they feel safe and share their needs with us. We cater our nursing care to each and every patient. Although they might be experiencing similar medical situations as other patients, we ensure that each patient receives individualized care.
“Our team works together to maintain safety, honesty and compassion in everything that we do. We care for our patients at their highest and lowest points and do everything we can as a team to enhance their comfort and well-being.”
Accurate charges help keep patients satisfied
“The charge review team does exactly that: we review patient charges to ensure that patients are being billed accurately. When there is a discrepancy, we consult with other teams, such as the Coding department, to ensure correct billing codes. Another check goes through Compliance to make sure billing codes are in line with state insurance.
“We often catch discrepancies and work with the provider or specialty department to help us understand exactly what is billable and what is not. All this is done behind the scenes, without the patient knowing. Yet accurate charges help keep patient satisfaction and confidence in Sutter Health high. We put ourselves in the patient’s shoes!”
Changing lives by the hour
“When you’re young, you want to make a change in the world. As a nurse, you change people’s lives, not daily but hourly. And you know you made a difference in the world, just by being a nurse.” Read more on NewsPlus.
Impacting the patient experience, behind the scenes
“I talk all the time about how what we do impacts the patient experience. I give examples of how patients are impacted by outages. I hope that my team picks up on my energy.” Read more on NewsPlus.